Deliveries

 

1) WHEN CAN I EXPECT DELIVERY?

DISPATCH VS. DELIVERY

We dispatch all orders within 24 hours Monday to Friday. From there, one of our dedicated delivery partners will take over and will be in touch with you to let you know when you can expect delivery.

THE DELIVERY PROCESS

Alice's Garden partners with several companies in order to deliver the perfect service for you based on the items you ordered.

For large and bulky items, we use a specialist two-person courier who will deliver your product(s) to your room of choice.

During our high season (April to July), we offer next day delivery on all products to all to most UK addresses.

During our low season (August to March), we only operate delivery routes on our large and bulky items on Fridays. It will be made clear at checkout whether your product is included.

At checkout, you will have the option of one of the following delivery families: 

Important: Please be advised that the information below is our normal operating procedure. Due to current circumstances linked to COVID-19, our delivery times may have been temporarily extended. Please refer to the dates stated on our product listings for an accurate delivery ETA.

Standard (FREE)

Front door delivery within 2-5 working days. We will send you a tracking email to follow the progress of your delivery. 

If your product is in pre-order, it will be dispatched the day after the stock becomes available.

Two Person Nominated Day (FREE)

Delivery to your room of choice between 3-5 working days. Our delivery partner will be in touch within 48 hours to propose a delivery date.

The day before delivery our carrier will confirm your 3-hour delivery ETA via email and SMS.

On the day of delivery, they will contact you 30-60 minutes prior to your ETA to let you know they are on the way.

Please note that if you are not at home on the first delivery attempt, or if delivery is cancelled after 11.00am the day prior, additional charges will apply for any subsequent attempts.

Please also note that between the months of August and March, we can only deliver sofa sets and table sets on Fridays.

Delivery can only be fulfilled to ground and first floor residences. Delivery beyond the 2nd floor is at the driver's discretion based on Health and Safety assessment and access.

If your product is in pre-order, it will be dispatched the day after the stock becomes available.

Next Working Day

Midday cut-off Monday to Friday for front door delivery on the next working day. The delivery charge will be presented at checkout.

We will send you a tracking email to follow the progress of your delivery. 

If your product is in pre-order, it will be dispatched the day after the stock becomes available.

Two Man Next Working Day

Midday cut-off Monday to Friday for room of choice delivery on the next working day. The delivery charge will be presented at checkout.

The day before delivery our carrier will confirm your 3-hour delivery ETA via email and SMS.

On the day of delivery, they will contact you 30-60 minutes prior to your ETA to let you know they are on the way.

Please note that if you are not at home on the first delivery attempt, or if delivery is cancelled after 11.00am the day prior, additional charges will apply for any subsequent attempts.

Please also note that we can only offer this service between April and July.

Delivery can only be fulfilled to ground and first floor residences. Delivery beyond the 2nd floor is at the driver's discretion based on Health and Safety assessment and access.

If your product is in pre-order, it will be dispatched the day after the stock becomes available.

HOW TO AVOID MISSING YOUR DELIVERY

The best way to avoid this is to provide as much information as possible for the driver. You can insert this information in Delivery Instructions at checkout.

Alternatively, you can send us an email or call us to confirm a date when there will definitely be someone present to sign for the delivery.

Unfortunately we are unable to guarantee that your order can be left in a safe place.

DO I HAVE TO STAY IN ALL DAY WAITING FOR MY DELIVERY?

Most of our delivery partners will provide an advance notification by email or SMS (or both) to confirm your delivery ETA, so you shouldn't have to wait in all day.

WHEN I ORDER MORE THAN ONE ITEM, WILL THEY ALL BE DELIVERED AT THE SAME TIME?

Where possible, we will always endeavour to deliver all of your items together. However, as your items may not be dispatched from the same warehouse, we cannot guarantee this.

Also, if one of your products is in pre-order, then we will dispatch the products that are in stock immediately and then deliver the product that is in pre-order later.

If you would like to hold the entire order until everything is in stock, please get in touch with us.

HOW SHOULD I INSPECT THE PRODUCT UPON DELIVERY?

Very important: Please inspect the packaging of your product when you receive it and note any visible damage to the packaging on the paperwork that the driver will ask you to sign.

The driver will allow you to inspect the packaging but he is not expected to wait for you to open the boxes.

 

2) CAN I DELAY DELIVERY ?

This will depend on the status of your order. If you contact us whilst you are placing your order online, then we will be able to ensure that we dispatch your order on a day that suits you.
Just call us or send us an email, our Customer Service Team is always happy to help!

 

3) DELIVERY EXCLUSION AREAS

 

Free delivery is only available to mainland UK addresses and does not include the Scottish Highlands, Isles of Scilly, Isle of Man, Isle of Wight, Shetlands, and Northern Ireland

Unfortunately we are unable to deliver to the Channel Islands and Republic of Ireland.

We are able to deliver to the following postcodes: AB, BT, DD, DG, EH, G, HS, IM, IV, FK, KA, KW, KY, PA, PH, PO, TD, TR and ZE.

Please note that delivery times will be longer than advertised on the product pages and additional carriage charges may apply. 

Any extra delivery fees will be displayed at checkout before you have placed your order

 

4) TRACKING

If you log in to your account on our website, you will be able to track the status of your delivery. In addition to this, you will receive SMS Texts and emails by the delivery company.

 

5) REPORT A DELIVERY ISSUE

 

A) HOW TO AVOID HAVING TO RESCHEDULE AND POTENTIALLY PAY FOR A SECOND DELIVERY

The best way to avoid this is to provide as much information as possible for the driver. You can insert this information in Delivery Instructions at checkout.

Alternatively, you can send us an email or call us to confirm a date when there will definitely be someone present to sign for the delivery.

Unfortunately we are unable to guarantee that your order can be left in a safe place.

B) I HAVE ORDERED THE WRONG PRODUCT, WHAT SHOULD I DO?

If your order has not yet been processed and dispatched, you can contact us and we can swap your product at no extra cost aside from the price difference. If your order has already been dispatched, you will need to place a new order. We can arrange a collection of the wrong item, and you will be responsible for the cost of the return. It is important that the returned item is in its original packaging, otherwise a further deduction from your refund will apply.

Please note that the cost of return will be 10% of the value of your order, or a minimum charge of £10.00. This will be deducted from your refund.

C) I WAS NOT IN FOR THE DELIVERY. WILL I HAVE TO PAY FOR THE SECOND DELIVERY?

If you aren't home for delivery, the carrier should leave a calling card or notify you by email or SMS, with instructions on how to rearrange delivery. If your delivery was being handled by our two-man courier, there will be charges applicable for any subsequent attempts. Please us an email in order to reschedule.

D) CAN I CHANGE MY DELIVERY TIMESLOT?

Unfortunately not, as the driver's route has already been planned. You can still call us, and our customer service team will book another date for your delivery. Please keep in mind that you will be charged additional fees for this second delivery.

E) CAN I CHANGE A DELIVERY DATE THAT I HAVE ALREADY AGREED TO?

This will depend on where your items are. Please call our customer service team and we'll do our best to help. Please be aware that if you inform us too late, we will have to reschedule a delivery and you may be charged for the second delivery - this depends on the situation.

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